Service Level Agreement
Applies to Professional and Enterprise plans.
Availability commitment
We commit to 99.9% monthly availability of the web application and API for Professional plans and 99.95% for Enterprise plans, excluding announced maintenance (max. 4 hours per month, outside 08:00–20:00 UTC).
Monitoring cadence
Monitors run at the interval included in your plan. If a scheduled run is delayed by more than twice the interval due to a platform fault, it counts as unavailability for that domain.
Alert delivery
Alerts are handed to our email provider within 5 minutes of detection. Delivery to your mailbox depends on your provider; webhooks are retried three times over 15 minutes.
Support response
| Severity | Professional | Enterprise |
|---|---|---|
| Platform down / alerts not delivered | 4 business hours | 1 hour, 24×7 |
| Incorrect results, degraded features | 1 business day | 4 business hours |
| Questions, how-to | 2 business days | 1 business day |
Service credits
If monthly availability falls below the commitment, you may request a credit: 10% of the monthly fee below 99.9%, 25% below 99.0%, 50% below 95%. Requests must be made within 30 days.